ABB Optical Group
ABB Labs Remote Customer Service Representative Tier I(Monday to Friday 10am - 7pm)
PayCompetitive
LocationHawthorne/New York
Employment typeOther
What's your preference?
Job Description
- Req#: 2116
- Partners with the customer to review and verify patient order history.
- Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).
- Communicate with sales and lab representatives, where applicable, to meet the needs of the customer.
- Listen to and resolve customer’s concerns about products and services. Provides total customer care for key and strategic accounts
- Achieve a first call resolution to all customer concerns and inquiries
- Provides moderate problem resolution
- Makes outbound calls for delayed jobs and open frame- to-come orders
- Provides shipping, tracking support and resolution
- Answer inbound calls in a call center environment with the goal of customer satisfaction, customer retention and increasing business
- In-depth knowledge of all products relative to customer’s needs
- Provide individualized customer service with high quality and professional standards
- Meet or exceed all key performance metrics set by the department
- Report inconsistencies and inefficiencies, and escalate issues to the Resolution team and management
- Actively participate in team discussions; provide feedback to improve the work environment
- Exhibits effective communication skills and is empowered to make decisions for the customer
- Proactively engages the customer and creates an authentic, positive, and memorable customer experience
- High school diploma or equivalent
- Optical experience required (lab or retail)
- Requires PC proficiency in a windows-based environment with the ability to use search tools, browsers and e-mail features
- Requires proficiency with MS office applications (Excel, Word, Adobe)
- Able to answer inbound phone calls and respond to emails
- Able to make outbound calls including Frame-To-Come and delayed job calls
- Able to execute and solve credit search, shipping/tracking request, vision web validation, faxed orders and moderate problem resolution.
- Ability to adapt to change and unexpected demands of the business
- Excellent written and oral communication skills with the ability to convey information clearly and effectively
- Ability to resolve customer conflict issues in a tactful and professional manner
- Ability to multi-task and utilize multiple systems while performing on the job
- 2+ years of customer service experience
- Vacation and/or Sick time
- Holiday pay
- Birthday PTO
ABB Labs Customer Service Representative Tier IJOB RESPONSIBILITIESReporting directly to the Customer Service Supervisor, the Lab Tier I Customer Service Representative provides total support to our Lab customers. This position will be responsible for interacting with customers in relation to the manufacturing environment of the Lab.Essential Responsibilities includes the following. Other duties and special projects may be assigned.Enter orders, redo’s and support order inquiries in the order entry system (Absolution system).Supervisory Responsibilities: NoneQUALIFICATIONS:Required Qualifications and SkillsDesired QualificationsPHYSICAL DEMANDS :While performing the duties of this job, the employee is frequently required to sit, stand, walk, bend, and use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; talk and hear. The employee must occasionally lift and/or move up to 25 pounds (safety/weight belt provided, if requested). Specific vision, peripheral vision, depth perception and the ability to adjust focus is required.WORK ENVIRONMENT :The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment is a typical climate-controlled office environment, and the noise is usually moderate.For US CandidatesThe anticipated base pay range for this position is $16.00 to $18.00.Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan.Employees and/or eligible dependents may be eligible to participate in the following Company sponsored employee benefit programs: medical, dental, vision, life insurance, group life insurance, voluntary supplemental life insurance, supplemental health benefits (critical illness, hospital, accident), short- and long-term disability, paid family leave (applicable states), 401k, tuition reimbursement, eyewear discounts.US employees are eligible for the following time off benefits:Upon request and consistent with applicable laws, ABB Optical will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process. To request a reasonable accommodation, (be sure to provide your name and contact information so that we may follow up in a timely manner) or email HR@abboptical.com.ABB Optical is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.
About the company
We only produce Digitally Surfaced Backside lenses. Using the latest computer-driven equipment and proprietary software, the back surface of every Digital lens (closer to the eye) now contains 100% of the patients Rx. (sphere, cylinder, axis, prism...